Manager, Quality Insights and Assurance (Furniture)

Article • Vancouver, BC

2d • CA$115,000 - CA$140,000 • Hybrid

About The Position

As a Manager, Quality Insights and Assurance, you’ll be responsible for managing all types of product quality issues and incidents detected by Article warehouse teams or end customers, mitigating risks and potential liabilities due to quality incidents, and driving continuous reduction of the total cost of poor quality (COPQ). This role is focused on protecting our customer experience by building systems and processes that help identify and resolve product defects faster, moving from reactive response toward proactive prevention. The Manager will transform complex data into clear, actionable metrics for Operations, Logistics, Product, and Category Management teams. The role requires resilience and an adaptive approach to problem-solving, fostering accountability and establishing the group as the definitive voice of downstream quality at Article. The Manager owns Article’s quality standards documentation, drives continuous improvement programs, and ensures quality performance is consistently reported and acted upon. Working closely with the Director of Quality and Product Compliance, in partnership with the Vendor Quality Team (VQT), and as a key quality resource for the Category Management (Merchandising) team, this role focuses on downstream and in-market quality - from warehouse inbound inspection through to customer-reported issues.

Requirements

• 5+ years of experience in quality management, including customer claim processing, nonconforming product management, and product quality performance reporting.
• 2+ years of experience managing direct reports/leading a quality team.
• Familiarity with or experience in ISO-equivalent Quality Management Systems
• Familiarity with or experience in Root Cause & Corrective Action (RCCA) methodologies
• Familiarity with or experience in Continuous improvement frameworks (e.g. DMAIC, Kaizen).
• Legally able to work in Canada (FULL TIME HOURS year-round/ no Student VISA)
• Must complete a criminal background check.

Nice To Haves

• Previous experience in eCommerce, DTC, or retail industry is a strong asset.

Responsibilities

• Lead a dedicated team of 3x Quality Insight Analysts working to protect our end-market product quality and reduce the cost of poor quality across the business.
• Lead the Quality Incident Management (QIM) program across all phases, ensuring teams meet agreed SLAs from initial escalation to final resolution.
• Review health, safety, and quality escalations swiftly to implement corrective actions and protect our customers.
• Oversee quarantined inventory projects to resolve issues quickly and minimize impacts on available stock.
• Turn customer returns, claims, and post-delivery defect data into clear, actionable quality insights.
• Partner with Customer Experience and cross-functional teams to identify recurring defect patterns and prioritize fixes.
• Manage the internal Corrective and Preventive Action (CAPA) process to track effectiveness and permanently close the loop on recurring issues.
• Maintain and update Article’s official quality standards documentation to keep it consistent and accessible for all partners.
• Apply root cause analysis, DMAIC, or equivalent continuous improvement tools to systematically lower defect rates over time.
• Serve as the main point of contact between the Quality team and Business Intelligence & Analytics to build reliable data dashboards.
• Deliver clear quality performance insights to senior leadership, highlighting trends, financial risks, and improvement opportunities.
• Track major quality improvement actions to ensure they successfully lower the total cost of poor quality.
• Coach and develop your team of analysts, setting clear expectations that support their ongoing professional growth.
• Partner with the Director of Quality and Product Compliance to set departmental goals and execute strategic projects.
• Share downstream data insights with the Vendor Quality Team and Category Management to improve upstream manufacturing decisions and supplier accountability.

Benefits

• The salary range is $115,000 to $140,000
• When Article hits its annual financial goals, eligible employees will receive a cash bonus
• 4% RRSP matched contributions through Wealthsimple
• 20 days of vacation
• 1 extra day off (Inclusion and Diversity Day)
• 6 well-being (sick) days
• Hybrid work: 3 days a week in the office
• Work remotely (anywhere in the world) for up to 3 weeks
• Excellent extended health and dental benefits packages
• $1000 health/lifestyle spending account for your total physical and mental well-being
• TELUS Health App
• Mental Health Assistance/Counseling
• Virtual medical appointments
• The Article HQ is a converted warehouse, with an open accessible layout and no offices (even for our founders)
• Work from your desk, an Article sofa, collaboration spaces, or a private meeting room
• Standup desks can be requested too
• Our kitchens are stocked with salty, sweet and healthy snacks, & all the premium coffees and teas to keep you buzzing
• Onsite fitness equipment with showers and towel service
• Pickleball, badminton, and table tennis matches happen, from very competitive to very casual
• A dog-friendly office - well-socialized pups are welcome
• Free street parking (first come, first serve; no reserved spots for senior leaders)
• Indoor secure bike storage with change rooms and showers
• 20-minute walk to either Main Street- Science World or VCC Clark Skytrain stations
• 45% discount on our entire product range (15% for friends and family)
• Prorated

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed